Responsibilities:

• Provide Service Management to supervise the network system and continuously monitor alerts 
• Ensure the security of the company’s network and monitor the performance of the business network 
• Coordinate with third-party providers to secure network products and services
• Attend to tier 2 customer escalations and troubleshoot issues
• Troubleshoot IP services and networks, ensuring timely resolution of fault tickets to meet Service Level Agreement (SLA) requirements on Mean Time to Repair (MTTR) and Quality of Service (QoS) 
• Influence the enhancement, modification, and adjustment of components in the network infrastructure
• Manage the integration of new network technologies 
• Maintain all required network updates on the VPN, WLAN, WAN and LAN 
• Provide customer support to business clients via email, telephone and face-to-face interactions, and announce service schedules to network users 
• Document the resolution of incidents and problems 

Requirements:

• Diploma in Computer Science, Information Technology, Engineering, or a related field 
• Minimum 2 years of experience in a related field preferred 
• Interest in Internet Technologies, including routing, switching and general network infrastructure, as well as technologies associated with the ISP market 
• Able and willing to work in shifts to support network system on a 24/7 basis 
• Strong analytical and problem-solving skills, with a flair for addressing technical and operational challenges
• Prior experience in an ISP environment would be advantageous
• Possession of professional certifications such as CCNP would be advantageous
• Able to work shift (8am to 5pm, 11am to 8pm)
• Able to work after office hours for any emergency situations that needs onsite or remote troubleshooting